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Frequently Asked Questions : RSAWEB

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RSAWEB

Which membership options qualify, and what is the discount on fibre to your home?

  • Reality Plus members get 20% off fibre to your home.
  • Reality Core members get 15% off fibre to your home.
  • Reality Club members get 10% off fibre to your home.
  • Members with Wealth Bonus lifestyle benefits get 10% off fibre to your home.

What is Fibre?

  • Fibre optic internet is the fastest and most reliable connectivity solution for your home. By using fibre optic cables to transmit data, fibre connectivity can travel at the speed of light and is not affected by your distance from the source.
  • In the past, fibre was regarded as an expensive alternative to ADSL However, fibre has become even more affordable than ADSL. It offers a wider variety of packages to suit the unique needs and lifestyles of consumers.

I am an existing Sanlam Reality member without an existing fibre line with RSAWEB?

Log into the Sanlam Reality website, and make your way to the RSAWEB benefit page. Once there, select the ‘Sign up/activate’ button. You will be redirected to the RSAWEB website, where you will check if fibre is available in your area, select your RSAWEB fibre package then follow the prompts to sign up.

I am an existing Sanlam Reality member and have an existing fibre line with RSAWEB?

Download the RSAWEB app via Google Play, Apple app store or Huawei App Gallery or select the ‘Sign up/activate’ tab on the Sanlam Reality website. Once downloaded, please insert your Sanlam Reality membership number for validation, then sign-in to activate your Sanlam Reality discount.

How do I contact RSAWEB as a member to verify my discount and check for fibre in my street and area?

You can call RSAWEB on 0874700655, email fibresupport@rsaweb.net or visit the RSAWEB contact page.

What does my discount apply to?

The discount only applies to the monthly service fee of your home subscription package.

This discount does not apply to:

  • Initial fees
  • Set-up fees
  • Hardware fees
  • Fixed LTE
  • Any other service that is not Fibre to your Home, such as but not limited to Prepaid connectivity, VoIP, Security services (Olarm or Anti-virus products).

Are there any fees for the Fibre installation?

  • Fibre installation and/or connection fees (collectively known as set-up fees) may be charged and are fibre network provider dependent. For most, but not all fibre service packages, RSAWEB covers the set-up fees on the customer’s behalf. Therefore, the set-up fees are either not initially payable or payable upon service activation, depending on the service purchased. If set-up fees were initially covered by RSAWEB on behalf of the customer, and the fibre service is cancelled within 12-months (or the specified contract term) of the service being activated, RSAWEB will claw back the cost of any set-up fees that were paid to the Fibre Network Operator by RSAWEB.
  • Depending on the Fibre Network Operator, the first 5 to 20 meters of trenching is included in the installation fees. For installations that require more trenching than the fibre networks maximum trenching distance, the customer will be liable to pay the cost of additional trenching. Installation and trenching will be charged directly to the customer and is subject to prior agreement (approval of a quote) and payment by the customer before trenching and installation commences.
  • RSAWEB charges a hardware delivery fee of R195, payable on any physical goods ordered.

Can I upgrade, downgrade or cancel?

  • Upgrades are effective within 3 days of receiving your upgrade request.
  • Downgrades are effective on the 1st of the new month (if you downgrade before the 20th, otherwise it will only be effective the next month). A downgrade fee of R250 will be charged.
  • To Cancel, RSAWEB requires one calendar months' notice. This can be done by logging a ticket via their Self-Service page and selecting the ‘Cancel your order or service’ T&Cs apply.

How long do I have to wait for my installation?

  • This would depend on whether it is a new or existing installation and which Fibre Network Operator it is. These timelines for new installations do not apply if you are in an area that is not fibre ready, infrastructure has not been approved (multi-dwelling units), if your order is associated with ‘moving homes’ or if you are switching to RSAWEB from another Internet Service Provider (ISP).
  • Octotel’s standard turnaround time is 7-14 business days for a new installation and 1-3 business days for an existing installation activation.
  • Vumatel’s standard turnaround time is 14-20 business days for a new installation and 1-3 business days for an existing installation activation.
  • Frogfoot’s standard turnaround time is 15-20 business days for a new installation and 1-3 business days for an existing installation activation.
  • Openserve’s standard turnaround time is 7-14 business days for a new installation and 1-5 business days for an existing installation activation.
  • SADV’s standard turnaround time is 20 business days for a new installation and activations.
  • Thinkspeed’s standard turnaround time is 10 business days for a new installation and activations.
  • Metro Fibre Networx’s standard turnaround time is 4-6 weeks for a new installation and 1-3 business days for an existing installation activation.
  • Lightstruck’s standard turnaround time is 2-4 weeks for a new installation and 1-5 business days for an existing installation activation.
  • Fibre Geeks’ standard turnaround time is 5-7 business days for a new installation and activations.
  • Fixed LTE standard turnaround time is 5-7 business days.
  • Estimated time of arrival for migrations (for properties that have an existing fibre installation with the selected Fibre Network Operator):
    • Should there be an existing installation at your premises it can take up to 5 days for the provider to migrate your line. As soon as your fibre line is active, you can be connected to RSAWEB within 24 hours.
    • Each provider has a different lead time for installation and If you have an existing functional installation, your lead time to get connected will be shorter.
    • If you have an existing service with another ISP, RSAWEB can only migrate your line once your notice period has been completed with the current ISP.
    • If the fibre line has not been released by the previous ISP, RSAWEB will be unable to activate the line on our network and it is your responsibility to contact the previous ISP to have the line released.

What if I have an existing fibre line with another ISP and want to change to RSAWEB?

  • You will need to notify your current ISP and cancel your current services with them. Most ISPs require a 30-day or 1 calendar month notice period.
  • Sign up with RSAWEB.
  • Once your current ISP has confirmed the date that your line will be released, you can sign up with RSAWEB. Please ensure that you provide RSAWEB with your circuit number and scheduled line release date, to ensure a smooth transition.

When will I start paying?

  • You are only invoiced from the date that the fibre activation and/or installation is complete.
  • For orders that require a new installation: if for any reason you are not ready for billing to commence, please do not accept an installation date until you are, as billing starts as soon as the installation is complete.
  • For orders that only require an activation, as there is an existing installation: your billing will commence as soon as the line has been activated by the Fibre Network Operator.
  • Should you require further information, please refer to RSAWEB’s billing FAQ’s.

Are RSAWEB’s fibre packages shaped?

No, all RSAWEB’s fibre packages are uncapped, unshaped and unthrottled. There are no usage thresholds so you can use as much data as you like, whenever you like. No throttling or shaping will be applied.

When will I receive my router?

  • For new installations: your router will be dispatched prior to the date that you are installed.
  • For existing installations: your router will be dispatched upon the successful placement of your order.

What about fibre cancellations, relocations and transfer of service?

  • We require 1 calendar months' notice to action a service cancellation. Cancellation fees may be applicable, should you be cancelling your service prior to your contract term.
  • If you have a service with RSAWEB and need to cancel due to moving addresses/relocating, please contact RSAWEB for further assistance.
  • If you are moving and/or need your contracted service moved to another party's account, please contact the RSAWEB team to assist.